1 | P a g e
HIMACHAL PRADESH UNIVERSITY
B.VOC. DEGREE PROGRAMME
IN
HOSPITALITY AND TOURISM
REGULATIONS, SCHEME AND SYLLABUS
2 | P a g e
INTRODUCTION
This scheme on skills development based higher education is a part of college/university
education-leading to Bachelor of Vocation (B.Voc.) Degree with multiple exits such as
Diploma/Advanced Diploma under the NSQF. The B . V o c . Programme is f o c u s e d o n
universities p r o v i d i n g undergraduate studies which would also incorporate specific job
roles along with broad based general education. This would enable the graduates completing B.
Voc. to make a meaningful participation in accelerating India ‘s economy by gaining
appropriate employment- becoming entrepreneurs and creating appropriate knowledge.
The proposed vocational programme in Hospitality and Tourism a judicious mix of skills-
professional education related to Tourism and also appropriate content of general education. It
is designed with the objective of equipping the students with requite set of practical and
professional skills in tourism and hospitality.
CURRICULUM
The curriculum in each of the years of the programme would be a suitable mix of general
education and skill development components.
DURATION
The duration of the B. Voc. Hospitality and Tourism shall be three years consisting of six
semesters. The duration of each semester shall be five months inclusive of the days of
examinations. There shall be at least 90 working days in a semester and a minimum 450 hours
of learning in a semester.
PROGRAMME STRUCTURE
The B.Voc. Hospitality and Tourism shall include:
General Education Components
Skill Components
Internship/Projects
CREDIT CALCULATION
The following formula is used for conversion of time into credit hours.
One credit would mean equivalent of 15 periods of 60 minutes each for theory –
workshops/labs and tutorials;
3 | P a g e
For internship /field work- the credit weightage for equivalent hours shall be 50% of
that for lectures/workshops;
For self-learning based on e-content or otherwise- the credit weightage for equivalent
hours of study should be 50% or less of that for lecturers/workshops.
CONDITIONS FOR ADMISSIONS
ELIGIBILITY
The admission to B Voc. programme will be as per the rules and regulations of the University for admissions. The eligibility criteria for admission to this B. Voc. Programme shall be 10+2 in all streams from a recognized board.
Reservation rules are applicable as per Govt. of Himachal Pradesh.
The eligibility criteria for admission shall be as announced by the University from time to time.
Other conditions will be as laid down in admission policy in prospectus of the University.
ADMISSIONS
The admission to B Voc. (Hospitality and Tourism), Semester – I shall be done based on
the merit in 10+2.
A maximum of 40 students can be admitted to B. Voc. programme.
There may be three types of candidates who can be given admission to first semester of
skill based courses under NSQF:
Category – 1: Students already acquired NSQF certification level 4 in a particular industry sector may opt admission in the skill based courses under NSQF. Category – 2: Students who have acquired NSQF certification level 4 but may like to change their trade and may enter into skill based courses in a different trade.
Category – 3: Students passed 10+2 examination with conventional schooling without any background of vocational training.
The eligibility criteria for admission shall be as announced by the university
from time to time.
Separate rank list shall be drawn up for reserved seats as per existing rules.
Preferred subjects and index mark calculations will be decided by the respective Board of Studies.
4 | P a g e
Reservation / Quota
The reservation of seats shall be as per Himachal Pradesh Government Notification
issued from time to time and as per the rules of the Himachal Pradesh University,
Shimla. A maximum of 40 students can be admitted to one B. Voc. Programme. The
students can be admitted only to the first semester. No student shall be admitted
directly to third and fifth semester in any circumstance.
In case where number of available seats is less and candidates secure same marks
(percent) at the qualifying level examination, the admission of the candidate will be
based upon securing higher marks in High School or equivalent examination.
There shall be no age bar for admission in this course.
The applicants seeking re-entry into the education and training for further advanced
leanings in their field of expertise in particular trade should get preference in admission
over the new applicants.
A candidate cannot pursue two full time Under-Graduate courses simultaneously.
The University reserves the right to cancel any admission at any stage.
The candidates who have acquired vocational Certificate / Diploma or Advanced
Diploma from UGC recognized Community Colleges / B.Voc institutions or DDU
KAUSHAL Kendras in a specific sector with certified skills on a particular job role will
be eligible for admission through lateral entry to next higher level on same sector.
In case of any matter relating to the Under-Graduate admissions, the decision of the Admission Committee/Vice-Chancellor Himachal Pradesh University, Shimla shall be final.
All legal matters pertaining to the Under-Graduate admissions shall be subject to the Himachal Jurisdiction only.
MEDIUM OF INSTRUCTIONS
Medium of instruction shall be English.
BOARD OF STUDIES
The B.Voc programmes in each sector will be attached to the Board of studies of the
parent subject.
An expert from industry sector shall be the member of affiliated BOS.
The BOS shall be responsible for reviewing and approving the syllabus and provide suggestions in curriculum. BOS will decide the fee structure.
5 | P a g e
REGISTRATION/RE-REGISTRATION
Every candidate should register for all subjects of the Semester End examinations of each
semester. A candidate who does not register will not be permitted to attend the Semester-End
examinations; he/she shall not be permitted to attend the next semester. A candidate shall be
eligible to register for any higher semester, if he/she has satisfactorily completed the course of
study and registered for the examination. He/she should register for the semester at the start of
the semester before the stipulated date. University will notify the starting and closing dates for
each semester.
FEE STRUCTURE
Fee structure for B. Voc. Programme shall be as mentioned below:
Sr. No.
Detail of Fee / Funds Amount (in Rs.)
Govt. Funds
1. Admission Fee 50.00
(A) Total 50.00
University Funds
1. Registration Fee (180+5) 185.00
2. Continuation Fee 10.00
3. Univ. Sports Fund 15.00
4. Youth Welfare Fund 15.00
5. Holiday Home Fund 1.00
(B) Total 226.00
Annual Charges
1. Library Fund (Refundable) 100.00
2. Mid Term Fee 100.00
3. Magazine Fund 50.00
4. Identity Card Fund 10.00
5. Medical Fund 6.00
6. Red Cross Fund 10.00
7. NCC Fund 5.00
8. Student Aid Fund 2.00
9. (a) Amalgamated Fund @ Rs. 25/- per month for 12 months 300.00
(b) Sports and Cultural Activities Fund @Rs. 20/- per month for 12 months 240.00
10. Building Fund @ Rs. 10/- per month for 12 months 120.00
11. Furniture Repair/Replacement Fund 10.00
12. Book Replacement Fund 25.00
13. Cultural Activity Fund 20.00
14. Computer and Internet Facility Fund 20.00
15. Rovers and Rangers Fund @ Rs. 5/- per month for 12 months 60.00
15. PTA Fund 200.00
(C) Total 1278.00
GRAND TOTALS OF ( A + b + c) 1554.00
6 | P a g e
Other Charges (Skill Component) per Semester
Skill Component Practical -I 240.00
Skill Component Practical -II 240.00
Tuition Fee 1000.00
Late Fee (per day) 10.00
Assessment-cum-Certification Fee charged by Sector Skill Council per Semester
1200.00
Admission Fee + Funds
[Rs. 1554/- + Skill Component ( 2,680/-)] Rs. 4,234/-
For Girl candidates tuition Fee is exempted. Therefore it shall be Rs. 3,234/-
* No Admission Fee + Funds including practicals fee shall be charged from candidates who have already paid. (i.e. Migrating to B. Voc. Programme from other streams).
ADMISSION SCHEDULE
Admissions to these courses shall be as follows:
21st September,2016 to 30th September,2016
1st October, 2016 to 5th October,2016 ( with late fee of Rs.10/-)
Commencement of the classes w. e. f. 1st October, 2016.
End Semester Examination 1st week of Feburary,2017
On the Job training w. e. f. 10th January ,2017 to 24th January,2017
TEACHING
Methods of teaching shall be a combination of lectures, tutorials, seminars, educational tours,
assignments, laboratory work, workshop practice, industrial training and project work. The
regular faculty of the University, guest faculty from the reputed Organizations/ Institutes and
Industrial Partners will be involved in teaching, practical and workshop practices. In addition,
contractual faculties will also be involved in teaching and laboratory work/workshop practice.
Distinguished experts shall also be invited for lectures and seminars on special topics.
ATTENDANCE
A candidate shall be permitted to Appear for the Semester End Examinations if he/she satisfies
the following requirements.
a) Students are normally expected to attend 100% theory, tutorial and practical classes/
workshop practices. However, no student shall be allowed to appear in the end
semester examination in the paper unless he/she has put in at least 75% attendance
7 | P a g e
during the course of instruction in each paper separately for subjects of General
Education and Skill Development Component of the vocational course is required.
b) His/her conduct must be satisfactory
c) A shortfall in attendance up to l0% can be condoned by the Vice-Chancellor of
Himachal Pradesh University, Shimla once during the entire course provided such
shortage is caused by continuous absence on genuine medical grounds.
d) The attendance in theory and practical sessions will be considered separately. In the
case of shortage of attendance, the cases will be considered as per the rules of the
University
COURSE STRUCTURE B. Voc. is programme with multiple exits. All the candidates continuing to diploma courses or
further will be treated at par from the second semester onwards. Students may exit after six
months with certificate (NSQF Level 4) or may continue for diploma or advance diploma level
courses.
Following table shows the various certificates and their duration.
8 | P a g e
As per the UGC guidelines- there are multiple exit point for a candidate admitted in this course.
If he/she is completing all the six credits successfully- he/she will get B. Voc degree in
Hospitality and Tourism. If he is completing the first four semesters successfully- he/she will
get an advanced diploma in Hospitality management. If he/she is completing the first two
credits he/she will get a diploma in Hospitality and Tourism. B. Voc Degree holder is expected
to acquire the skills needed for a Duty Manager. Advanced diploma holder is expected to
become a multi-skilled Guest Relations Manager. Diploma holder is expected to become Front
Office Executive.
PROGRAMME DURATION
The duration of the B.Voc. programme shall be for a period of three years consisting of six
semesters. The curriculum in each semester has been classified into General Component and
Skill Component.
The General Education component shall include Theory subjects and the Skill Component shall
include a mix of Theory, Practical and Internship.
The duration of the programme is enlisted below against each of the four Hospitality
Accommodations Management Job roles in alignment to NSQF.
NSQF Level Semester Job Role Training Hours
4 I Front Office Associate 585
5 II Front Office Executive 585
6 III & IV Guest Relations Manager 1170
7 V & IV Duty Manager 1245
GUIDELINES FOR CREDIT CALCULATION
Guidelines used for credit calculations are in alignment with the UGC Guidelines. The below
norms are used for computation of credit hours:
Under Skill Component:
Theory: 01 Credit = 15 hours of teaching
Practical/Internship: 01 Credit = 30 hours of training
Under General Component:
Theory: 01 Credit = 15 hours of teaching
The below norms are used for computation of credits under Skill Component
50% weightage has been assigned to Theory
10% weightage has been assigned to Practical
9 | P a g e
40% weightage has been assigned to Internship
PROGRAM STRUCTURE SEMESTER - I
Semester Paper Code
No.
Subject GC/
SC
Credit Total
Hours
One/Certificate
Front Office
Associate
General Paper-01 EN111 Learning a Foreign or Local
Language Including
English.
GC 06 90
General Paper-02 TH111 Introduction to Tourism -
Aviation, Hospitality
Industry.
GC 06 90
Skill Paper-01 TH121 THC/N0108: Record guest
details for registration.
SC 04 60
THC/N0109: Follow check-in
procedure and allot room.
THC/N9902: Maintain
customer centric service
orientation
Skill Paper-02 TH122 THC/N9901: Communicate
with customer and
colleagues
SC 04 Theory
30
Practical
60
THC/N9903: Maintain
standards of etiquette and
hospitable conduct
THC/N9904: Follow gender
and age sensitive service
practices
THC/N9905: Maintain IPR of
organization and customers
Skill Paper-3 TH123 THC/N0107: Attend to guest
queries
SC 04 Theory
30
Practical
60
THC/N0110: Perform
cashiering activities
THC/N9906: Maintain health
and hygiene
THC/N9907: Maintain safety
at work place
On Job Training TH124 On Job Practical Training SC 06 180
10 | P a g e
and Report
SEMESTER – II
Semester Paper Code
No.
Subject GC/
SC
Credit Total
Hours
Two/Diploma
Front Office
Associate
General Paper-1 EN211 Tourism Products. GC 06 90
General Paper-2 TH212 Communicative English for
Tourism and Hospitality.
GC 06 90
Skill Paper-1 TH221 THC/N0119: Assist guest in
check-in and checkout process
SC 05 Theory
35
Practical
75
THC/N0107: Attend to guest
queries
THC/N0110: Perform
cashiering activities
THC/N9905: Maintain IPR of
organization and customers
Skill Paper-2 TH122 THC/N0120: Handle guest
complaints and guide front
office staff.
SC 04 Theory
30
Practical
50
THC/N9901: Communicate
with customer and colleagues.
THC/N9902: Maintain
customer centric service
orientation.
THC/N9903: Maintain standard
of etiquette and hospitable
conduct.
Skill Paper-3 TH223 THC/N9904: Follow gender
and age sensitive practices
SC 04 Theory
30
Practical
50
THC/N9906: Maintain health
and hygiene
THC/N9907: Maintain safety
and workplace.
THC/9909: Learn a foreign or
local language(s) including
English.
11 | P a g e
On Job Training TH224 On Job Practical Training and
Report
SC 05 150
SEMESTER – III Semester Paper Code
No.
Subject GC/
SC
Credit Total
Hours
Three
Guest
Relations
Manager
General Paper-1 TH311 Research methods and statistical
techniques.
GC 06 90
General Paper-2 TH312 Human Resource Management. GC 06 90
General Paper-3 TH313 Customer Relationship
Management Systems (IT Based)
GC 06 90
General Paper-4 TH314 Learning a Foreign or Local
Language including English.
GC 06 90
Skill Paper-1 TH321 THC/N0113: Facilitate a smooth
stay for the guests at the hotel
SC 05 Theory
35
Practical
50
THC/N0107: Attend to guest
queries
THC/N0114: Handle guest
complaints
THC/N9905: Maintain IPR of
organization and customers
Skill Paper-2 TH322 THC/N0115: Train and supervise
front office staff
SC 04 Theory
30
Practical
50
THC/N9901: Communicate with
customer and colleagues
THC/N9902: Maintain customer
centric service orientation
THC/N9903: Maintain standard of
etiquette and hospitable conduct
Skill Paper-3 TH323 THC/N9904: Follow gender and
age sensitive service practices
SC 03 Theory
30
Practical
50
THC/N9906: Maintain health and
hygiene.
THC/N9907: Maintain safety at
workplace
THC/N9909: Learn a foreign or
local language(s) including English
12 | P a g e
Fourth
Adv.
Diploma
Guest
Relations
Manager
INTERNSHIP and REPORT 04 months 740 hours 24 credits.
SEMESTER – V
Semester Paper Code
No.
Subject GC/
SC
Credit Total
Hours
Fifth
Duty
Manager
General Paper-1 TH511 Management Accounting. GC 06 90
General Paper-2 TH512 Advertising and personal selling GC 06 90
General Paper-3 TH513 Ethical, legal & regulatory
framework for tourism.
GC 06 90
General Paper-4 TH514 Organizational behavior. GC 06 90
Skill Paper-1 TH521 Hotel Reservation System SC 02 Theory
20
Practical
30
Skill Paper-2 TH522 THC/N0116: Plan and control
day to day front office activities
SC 05 Theory
37
Practical
75
THC/N0117: Assist in managing
the front office operation
THC/N0118: Manage the front
office staffing process
Skill Paper-3 TH523 THC/N9901: Communicate with
customer and colleagues
SC 05 Theory
37
Practical
50
THC/N9902: Maintain customer
centric service orientation
THC/N9903: Maintain standard
of etiquette and hospitable
conduct
THC/N9904: Follow gender and
age sensitive service practices
THC/N9905: Maintain IPR of
organization and customers
THC/N9906: Maintain health
and hygiene.
THC/N9907: Maintain safety at
workplace.
13 | P a g e
Sixth
B.Voc.
Duty
Manager
INTERNSHIP PROJECT and REPORT / 04 months 740 hours / 24 credits
EVALUATION AND GRADING
The evaluation of each course shall contain two parts:
I. Internal or In-Semester Assessment (ISA).
II. External or End-Semester Assessment (ESA).
Sector Council Assessment will be done by the following steps:
1. Theory
2. Practical Work
3. Role Plays
4. Viva
The Sector Council assessment will be independent out of the University evaluation.
The Final grade will be awarded after completion of both the evaluations successfully.
14 | P a g e
B.Voc: (Hospitality & Tourism) Semester – I
Paper B.Voc. EN111: Learning a Foreign or Local Language Including English.
Objectives:
To further enhance students’ abilities such as accurately understanding and appropriately conveying information, ideas, etc. and enable them to use such abilities in their social lives, while fostering a positive attitude toward communication through the English language.
To enable students to have analytical, critical, and communicative minds.
Duration: 03 hrs. Lectures: 90 Practical: Nil Maximum Marks: 100
Theory: 70 (Pass Marks) 45%
Internal Assessment: 30
CONTENT: (GENERAL PAPER – 01)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Writing as a Skill. Writing as a skill – its importance -
mechanism of writing – words and sentences
- paragraph as a unit of structuring a whole
text - combining different sources –
functional use of writing – personal-
academic and business writing – creative use
of writing.
18
Unit-02 Writing Process. Planning a text - finding materials – drafting
– revising – editing -finalizing the draft -
computer as an aid - key board skills.
18
Unit-03 Writing Models. Essay - précis - expansion of ideas –- letter writing - personal letters - formal letters - CV – surveys – questionnaire - e-mail – fax - job application - report writing.
18
Unit-04 Presentation as a
skill
Elements of presentation strategies – audience – objectives – medium, key ideas - structuring the material & content- audio-visual aids - hand-outs - seminar paper
18
15 | P a g e
presentation and discussion.
Unit-05 Cross Culture
Communication.
Cross Culture Communication, Understanding Cultural and Business Protocol differences across countries – UK, USA, China, Japan, France, and Germany.
18
Suggested Readings:
1. Matila Treece: Successful communication: Allyun and Bacon Pubharkat. 2. Jon Lisa Interatid skills in Tourist Travel Industry Longman Group Ltd. 3. Robert T. Reilly – Effective communication in tourist travel Industry Dilnas Publication. 4. Boves. Thill Business Communication Today Mcycans Hills Publication. 5. Dark Studying International Communication Sage Publication. 6. Murphy Hidderandt Thomas Effective Business Communication Mc Graw Hill.
Note: Latest and additional good books may be suggested and added from time to time.
16 | P a g e
B.Voc: (Hospitality & Tourism) Semester – I
Paper B.Voc. TH111: Introduction to Tourism Aviation, Hospitality Industry.
Objectives: To provide basic knowledge of Tourism – Aviation and Hospitality.
Duration: 03 hrs. Lectures: 90 Practical: Nil Maximum Marks: 100
Theory: 70 (Pass Marks) 45%
Internal Assessment: 30
CONTENT: (GENERAL PAPER – 02)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Tourism Introduction to tourism industry – Travel agency – History – Operation/Functions – Types. Tour Operators – Functions – Types. Accommodation Industry-Types – Classification – Supplementary – Souvenir Industry & Shopping.
20
Unit-02 Aviation AIR TRANSPORTATION INDUSTRY International Organizations - ICAO- IATA- Evolution of Hub & Spokes- Carrier Codes- facilities to the passengers- procedure at airport: - policies- practices and rules.
22
Unit-03 Hospitality Classification & Categorization of Hotels - Hotel Ownership. A brief account of Commercial Hotels-Residential Hotels- Resort Hotels- Airport hotels- Bed & Breakfast Hotels- Convention hotels- Casino Hotels- Motels. Emerging trends in Accommodation - Time-share- Condominium-Home Stays- Tree Huts- Houseboats- Capsule hotel. Major Hotel chains in India. – FHRAI.
26
Unit-04 Value Chain Definitions: Hospitality and Hotel. - Link 22
17 | P a g e
between Hospitality and Travel and Tourism industry: Travelers at rest- Home away from Home - Hospitality culture- Athithi devo Bhavah ( भव)- Expectations of the guest.
Suggested Readings:
1. IATA Manual on Diploma in Travel & Tourism Management
2. ICAO Manuals.
3. Air Travel: A Social History – Hudson, Kenneth.
4. Tourism development – Principles and practices – AR Bhatia.
5. Tourism in India – V.K. Goswami.
Note: Latest and additional good books may be suggested and added from time to time.
18 | P a g e
B.Voc: (Hospitality & Tourism) Semester – I
Paper B.Voc. TH121: Front Desk Operation.
Duration: 03 hrs. Marks: 100 Lectures: 60 Practical: Nil
CONTENT: (SKILL PAPER – 01)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Front Office
Organization
& Hierarchy.
Different sections & layouts of front office and their
importance; coordination of FO with other
departments; front office organization and hierarchy;
duties and responsibilities of principal staff and their
job description – FO Manager- Duty Manager-
Lounge Manager- FO Agent- Cashier- Bell Captain-
Bell Boy- GRE- Concierge; introduction to Bell Desk
Operations.
Attributes- qualities- telephone manners- standard phrases required for office staff.
20
Unit-02 Assist guest
in check-in
and checkout
process.
Welcoming and greeting the guests; understanding reservation status and arranging for booking; arranging for guest requirement; following guest check-in process; registration; registration card – importance of registration card; checking in a guest with confirmed booking; lobby attendant – errand card Greeting guest as per SOP-Type of Guest-Types of
rooms- Room allotment as per guest Preference-Rate
negotiation and Discounts-Handle room allotment
as per type of guest
Upgrade / Downgrade-Procedure for upgrade / Downgrade-Transferring guest rooms Procedure & handling of walk-in guest; VIP SPATT-
scanty baggage guest; ‘C’ Form; procedure for room
allotment- post registration activities- different types
20
19 | P a g e
of guest folios- procedure for group check-in.
Unit-03 Customer-
Centric
Service.
Understanding guest requirement- Inter-Departmental Communication-Responding to guest Queries-Protocol to contact guest in the Room-Front office consumables- What is customer service- Handling customer requests- Brand value.
20
B.Voc: (Hospitality & Tourism) Semester – I
Paper B.Voc. TH122: Basics of Hospitality Service. Duration: 03 hrs. Marks: 100 Lectures: 30 Practical: 60
CONTENT: (SKILL PAPER – 02)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Communication
with Customers
and Colleagues.
Interacting with superiors; communicating
with colleagues; communicating effectively
with customers-Understanding guest needs-
Handling customer complaints/ feedback-
Build friendly but impersonal relationship
with the customers-Use appropriate
language and tone and listen actively-Show
sensitivity to gender/ cultural and social
differences- Understand customer
expectations and provide appropriate
product/services- Respond back to the
customer immediately-Upselling
/promoting suitable products and services-
Seek feedback from customers-Explain
terms and conditions clearly.
10
Unit-02 Service Quality
Standards.
Following behavioral- personal and
telephonic etiquettes; treating customers
with high degree of respect and
professionalism; Achieving customer
satisfaction- kind of customers customer-
various market trends- Understand target
customers- their profiles and needs-Build
good rapport with the customer-Understand
the market trends and customer
expectations by discussing the same with
frequent customers-Seek feedback and
rating from customer- Use customer
10
20 | P a g e
oriented behavior to gain loyalty and
satisfaction - Behavioral etiquettes- Personal
etiquettes- Social etiquettes- Telephone
etiquettes- How to address a guest-
Friendliness v/s familiarity- Customer
loyalty.
Unit-03 Gender and Age
Sensitivity
Maintaining IPR.
Women rights- Women Safety-Company
policy on behavior with women- Women
equality- Educating customers on specific
facilities and services available; providing
different age and gender specific customer
service; following standard etiquette with
women at workplace.
Securing company’s IPR; respecting
customer’s Copyright-Make sure new
initiatives of Hotel are not leaked out-Report
IPR violations- Read Copyright Clause-
Protect infringement upon customer’s
interests- Know which aspect of customer
information can be used- Report any
infringement.
10
Practical (H&T Lab)
Practical Training and Report Submission.
60
21 | P a g e
B.Voc: (Hospitality & Tourism) Semester – I
Paper B.Voc. TH123: Customer Query and Complaint Management.
Duration: 03 hrs. Marks: 100 Lectures: 30 Practical: 60
CONTENT: (SKILL PAPER – 03)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Customer Query
and Complaint
Management.
Critical Thinking- Decision-making- Problem Solving: methods and techniques- positive attitude-empowerment-Query Handling: Types of standard queries- information regarding the queries: structure and method- standard phrases- do’s and don’ts of handing queries Understand customer dissatisfaction and address their complaints-Maintain proper body language and dress code - Inform the customers on any issues and developments involving them- Customer Complaints-Types of complaints- customer handling: structure and method- Do’s and Don’ts of Complaint Handling- the escalation process- Guest satisfaction- moments of truth- expectation vs. reality-service models- from satisfaction to delight.
10
Unit-02 Cashiering
Activities and
Night Auditing
Procedure.
Receiving payment method details from the guests; preparing the invoice; receive the payment; documenting and recording the details-Master folio- Preparing bills as per standing instructions-Matching and updating invoices with the master bill (POS)- Prepare bills as per different categories of guests- Various modes of bill settlement- Foreign currency procedure- Settlement of final bill- Identify the role of a night auditor; Process internal financial transactions; Verify occupancy position of the property; Contribute to management decisions.
10
Unit-03 Safe Health and
Hygiene in
Hotels.
What is cleanliness- Importance of cleanliness- What is hygiene- Importance of Hygiene- Personal Hygiene- Safe health practices- What are hazards-
10
22 | P a g e
Identifying work hazards- Preventive Measures-Standard safety procedures- Safety standards- Standard procedures in case of fire- Safety signs.
Practical (H&T
Lab)
Practical Training and Report Submission. 60
SEMESTER – I
TH-124 (ON JOB PRACTICAL TRAINING AND REPORT)
1.1 Expectations from and benefits of Report Preparation
It is important that students should be motivated about the Report and know what is expected from it.
Getting familiar with the work environment.
Getting familiar with modern tools and systems.
Participating in teamwork- preferably as part of a multi-disciplinary team.
Getting familiar with the project development cycle
Improving communication skills.
Being able to apply the knowledge and skills gained in curriculum to real-life issues and problems.
Learning new subjects
Learning about contemporary issues.
Understanding of the professional and ethical responsibilities of an employ.
Making contacts for future employment.
1.2 Recommendations to students for report writing
Be active- enthusiastic- motivated- energetic and Work hard.
Be pro-active. Do not wait for somebody to tell you what to do. Try to plan your time week by week.
Keep a daily/weekly record of the progress of your training.
2.0. Report Writing Guidelines
The guidelines are classified into two groups:
1. Style and formatting guidelines- 2. Content and logical organization guidelines.
2.1. Style and formatting
23 | P a g e
Please strictly follow the formatting guidelines and be consistent throughout your document.
Listed below are some style-related guidelines.
Number each figure/table- add a meaningful caption to each figure/table- and refer to
the figures/tables inside the text using their figure/table numbers.
List references (to papers- documents- manuals- web pages- etc.) at the end of your
report (after the conclusion and before the appendix) in a separate section entitled
References.
Give citations to each of these references inside the text in a standard way.
Spell-check your report.
Bind your report.
Number the pages.
Strictly follow the formatting guidelines and be consistent throughout the document.
(this duplicates what it says in the header- first sentence!)
Read and edit your report several times before you submit it.
Format for the cover page is given at the end of this report.
2.2 Content and organization
Objectives of the Study
Methodology
Sequencing of the Study
2.2.1 Dividing the report into sections and logical parts
Below are some guidelines describing what sections are expected in a report and what each
section should include.
Abstract: Start your report with a brief abstract that describes in a few sentences where you
have done your report- what you have done- and what you have learned.
Introduction: Have an introductory section that will make a smooth beginning to the
document. In the introduction section include the following:
The name of the company and department where you have done your Report- the main
focus area of the company- and your motivation for choosing this company as the place
for your Report.
Brief summary of the work you have done the motivation behind it- and the significance
of the work that you have done in the overall project.
Explanation of the organization of the rest of the report.
Company information: Have a section providing detailed information about the company and
department where you did your training and resources- its focus and project area- its
24 | P a g e
organization- etc. The name- address- telephone number- email address- and information about
the education of your supervisor must be given.
Main Body: This is the most important part of your report. The number of sections in this part-
their titles- and their contents depend on the work that you have done and the information you
would like to provide.
This part should include at least the following:
o Information about the main
project.
o The significance of the work you have done.
o The motivation behind the particular work that you have done and why it is
required.
o Detailed description of the work done.
Clearly state your own contribution and clearly identify the distinctions from others’ work.
Conclusion: Have a conclusion section where you summarize the work you have done. Clearly
re-state your contribution- what you have learned- experienced and acquired.
2.2.2 Other content related guidelines
Do not copy and paste information from other documents. Always write in your own words.
If you need to include information from other sources- properly quote or paraphrase- and give citations.
Be consistent with the use of your abbreviations and state their long form when they are used for the first time.
Be correct- consistent- and complete.
Make sure you cite any ideas that you borrow from other sources.
3.0. Evaluation Criteria for Reports
Each student will be required to submit two copies of the project report to the College for the
work undertaken for the purpose of evaluation.
Evaluation committee evaluating the reports will use the following criteria for evaluation:
Report style and content.
(50 %)
Presentation & Viva Voce.
(50 %)
25 | P a g e
For report style and content, the parts mentioned in the table below will be considered while
awarding marks and for presentation & Viva voce each student will be required to make a
presentation of 15 minutes before the evaluation committee. On completion of presentation the
students will be asked questions by the members of evaluation committee- other faculty
members and students present.
Report Parts Marks Viva-voce Parts Marks
General style and format 10 % Content & Clarity 10 %
Introduction & training details 10 % Delivery & stage presence 20 %
Observations 20 % Creativity 10 %
Conclusion 10 % Visual Aid 10 %
Total 50 % Total 50 %
26 | P a g e
B.Voc: (Hospitality & Tourism) Semester – II
Paper B.Voc. EN211: Tourism Products.
Duration: 03 hrs. Lectures: 90 Practical: Nil Maximum Marks: 100
Theory: 70 (Pass Marks) 45%
Internal Assessment: 30
CONTENT: (GENERAL PAPER – 01)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Tourism Products. Tourism Product- Definition and Differentiation- - Tourism Products & Attraction: Elements and characteristics of tourism products- typology of tourism products- Unique features of Tourism Products in India; Geography of India –Physical and Political features.
18
Unit-02 Cultural Resources. Cultural Resources- Performing Arts of India- Classical Dances and Dance Styles- Indian Folk Dances-Music and Musical Instruments-Handicrafts of India- Craftsmanship-Indian Painting-Fairs and Festivals - Cuisines and specialty dishes.
18
Unit-03 Architectural
Heritage of India.
Architectural Heritage of India – India ‘s Architectural Styles- Historic Monuments of Tourist significance (ancient medieval and modern)- Important Historic / Archaeological Sites-Museums- Art Galleries- Libraries their location and assets- Religious Shrines / Centers – Hindu-Buddhist- Jain- Sikh- Muslim- Christian and others- World Heritage sites in
18
27 | P a g e
India. Unit-04 Nature based
Tourism.
Nature based Tourism: Wild life Sanctuaries- National Parks- Botanical gardens- Zoological parks- Biosphere reserves; Mountain Tourism with special reference to Himalayas.
18
Unit-05 Hill Side Tourism. Hill Side Tourism- Himachal Pradesh tourist areas and their offerings- Adventure tourism – Classification of Adventure Tourism – Land Based –Water Based –Aero Based with suitable examples.
18
Suggested Readings:
1. Robinet Jacob etal (2012), Tourism Products of India, Abhijeeth publications, New Delhi. 2. A. L Basham (2003), ‘The Wonder that was India’ , Oxford University Press. 3. A. L.Basham (1998), ‘A Cultural History of India’, Oxford University Press. 4. Sarina Singh (2007),India , Lonely Planet Publication. 5. H.K.Kaul, ‘Travelers India’, Oxford University Press. 6. Manoj Dixit, Charu Sheela (2006), Tourism Products, New Royal Books. 7. Negi, Jagmohan (2001), Adventure Tourism and sports, Kanishka Publishers. 8. Jacob, Robinet et al , Indian Tourism Products, Abijeeth Publications, New Delhi 9. Acharya Ram, Tourism and Cultural Heritage of India: ROSA Publication, 10. Basham.A.L., The Wonder that was India: Rupa and Company, Delhi.
Note: Latest and additional good books may be suggested and added from time to time.
28 | P a g e
B.Voc: (Hospitality & Tourism) Semester – II
Paper B.Voc. TH211: Communicative English for Tourism and Hospitality.
Duration: 03 hrs. Lectures: 90 Practical: Nil Maximum Marks: 100
Theory: 70 (Pass Marks) 45%
Internal Assessment: 30
CONTENT: (GENERAL PAPER – 02)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Understanding
Communication.
The Communication Process- Forms of
Communication- oral and written, verbal
and nonverbal (kinesics, proxemics,
paralinguistics chronemics.) - Barriers in
Communication and classification of
barriers.
18
Unit-02 Active Listening and
Effective Reading.
Listening skills – reiteration and application
of concepts- Reading skills – reiteration and
application of concepts- Listening
Comprehension - speeches (general and
business) professional texts (based on
business reports/work related issues/
current affairs/ environment etc). -
Listening and giving Feedback – case
studies on interpersonal problems- Reading
and analyzing texts of Advertisements-
Reading comprehension texts (business and
18
29 | P a g e
work related texts/speech texts/ current
affairs etc).
Unit-03 Professional
Speaking.
Speaking skills – reiteration of concepts-
Group Discussion with evaluation- Debate
Presentation with evaluation- Jam/
Extempore- Mock Interview and Meetings
with evaluation-. Dealing with difficult
people – role play based on behavioural
patterns- Case Studies and SWOT analysis-
Hot Seat with evaluation.
18
Unit-04 Business Writing. Principles of Communicative Writing-
Business Letters – application, enquiry,
complaints, reservations- E –Mails- CV
Writing- Synopsis and Note taking -
Reports – a) Graph Sales Report b)
Field/Survey Report c) Minutes and
Agenda- Professional Brochures
Questionnaires- Writing Proposals.
18
Unit-05 Functional Grammar
and Business
Vocabulary.
English for Specific Purposes – vocabulary
related to fields of Hospitality, Travel and
Tourism, Airlines, Banking, Media, General
Corporate- Phrasal Verbs, Word Pairs,
Synonyms and Antonyms- Use of Tense
and Problems of Concord.
18
Suggested Readings:
1. Company to Company – Andrew Littlejohn, Cambridge University Press. 2. Communicative English – Meenakshi Raman and Sangeeta Sharma,Oxford University
Press 3. Technical Communication- Meenakshi Raman and Sangeeta Sharma,Oxford University
Press 4. Business Communication – Meenakshi Raman and Prakash Singh,Oxford University
Press Note: Latest and additional good books may be suggested and added from time to time.
30 | P a g e
B.Voc: (Hospitality & Tourism) Semester – II
Paper B.Voc. TH211: Hospitality and Tourism Products.
Duration: 03 hrs. Marks: 100 Lectures: 35 Practical: 75
CONTENT: (SKILL PAPER – 01)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Assist Guests in
Check-in and
Check-out Process.
Greeting guest as per SOP- Warm smile- eye contact and professional communication- Grooming standards- Documents needed- Registration procedure- Recording mandatory information
Handling late night registrations- Room allotment as per guest preference- Rate negotiation and discounts- Handle room allotment as per type of guest.
10
Unit-02 Attend to Guest
Queries.
Understanding guest requirement- Inter-departmental communication- responding to guest Queries-Guest satisfaction- Protocol to contact guest in the room- Front office consumables.
08
Unit-03 Perform Cashiering
Activities.
Master folio- Preparing bills as per standing instructions- Matching and updating invoices with the master bill (POS)-Prepare bills as per different categories of guests- Various modes of bill settlement- Foreign currency procedure- Settlement of final bill.
08
31 | P a g e
Unit-04 Maintain IPR of
Organization and
Customers
Make sure new initiatives of Hotel are not leaked out- Report IPR violations- Read copyright clause. Protect infringement upon customer’s interests- know which aspect of customer information can be used- Report any infringement.
09
Practical (H&T Lab)
Practical Training and Report Submission
75
B.Voc: (Hospitality & Tourism) Semester – II
Paper B.Voc. TH222: Guest Handling and Team Management.
Duration: 03 hrs. Marks: 100 Lectures: 30 Practical: 50
CONTENT: (SKILL PAPER – 02)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Handling Guest
Complaints and
Guide Front Office
Staff.
Effective listening- Escalation procedure-
Follow up- Taking decisions in best interest
of Organization-Upgrade / Downgrade-
Training of staff- Support and guidance to
trainees.
05
Unit-02 Communicate with
customer and
colleagues.
Job requirements and work standards- Interacting with supervisor and colleagues- Teamwork- Interacting with customers- Understanding guest needs- Handling customer complaints/ feedback- Define Communication – Listening Skills- Formal
and informal communication Systems-Effective business writing: Style –Email writing- Internal and external communication- Cultural Differences – Politeness – Linguistic Devices – Table Manners: Fork Etiquette – Fork Etiquette – Variations – European (Continental) Style – Placement of Forks in Different Countries – Drinking manners.
09
32 | P a g e
Unit-03 Maintain Customer-
Centric Service
Orientation.
Ensure fair and honest treatments to
customers- Enhance company’s brand value-
Read customer expectations and ensure they
are met- Readily accept and implement new
ideas to improve customer satisfaction-
Communicate customer feedback to
superior- Offer promotions to improve
product satisfaction- Consult with senior on
unscheduled customer requests.
08
Unit-04 Maintain standards
of etiquette and
hospitable conduct.
How to address a guest- Friendliness v/s
familiarity- Customer loyalty- Face-to-Face
Conversation – Procedure- Behaviour-
Personal Presentation – Telephone-
Mannerism- Basic Manners- Perfect
attitudes- Personality traits of employees in
Front office- - Work Etiquettes – Common
principles – Office etiquettes – Punctuality –
Stay Away from Gossip – Appropriately;
Business Etiquette: Greeting.
Nametags – Reception-Office Parties
Cultural Courtesy – Body Language –
Telephone etiquette and manners. Front
desk grooming- Greeting- handshakes- some
polite expressions- apologies- remarks;
Western Etiquette.
08
Practical (H&T Lab) Practical Training and Report Submission 50
33 | P a g e
B.Voc: (Hospitality & Tourism) Semester – II
Paper B.Voc. TH223: Hospitality Supervisory Skills.
Duration: 03 hrs. Marks: 100 Lectures: 30 Practical: 50
CONTENT: (SKILL PAPER – 03)
UNIT TOPIC DETAILS NO. OF
LECTURES
Unit-01 Follow gender and
age sensitive
service practices.
Educate customer on specific facilities and services available for different categories of Customers-Provide gender and age specific services as per their unique and collective requirements- Follow standard etiquette with women at workplace- company’s policies on gender sensitive service practices at workplace.
05
Unit-02 Maintain Health
and Hygiene.
Ensure cleanliness around workplace in
hospitality and tourist areas- Follow personal
hygiene practices - Take precautionary
health measures- What is hygiene-
Importance of Hygiene- Personal Hygiene-
Safe health practices- What are hazards-
Identifying work hazards- Preventive
measures-health risks to the worker or
customer- healthy work practices- internal
hygiene-audit tests.
08
Unit-03 Maintain Safety at
workplace.
Standard safety procedures- Safety
standards- Standard procedures in case of
fire- Safety signs-Protective gear/
equipment- correct emergency procedures-
08
34 | P a g e
Knowledge of safety signs- Document first
aid treatments and safety procedures- Report
to supervisor if any hazard is identified
adhere to safety standards.
Unit-04 Know the typical Foreign/State language queries- Learn keywords- Practise short oral conversations in the language- Listen to recorded sentences as spoken typically to understand diction- Speak without hesitation in complete sentences- Learn basic range of vocabulary and expression- Improve language proficiency to “working knowledge” level- English Communication: English usage with emphasis – Pronunciation- stress- invocation- rhythm – Oral skills for effective communication –Note taking-preparing summaries and abstracts for oral presentation- Restaurant and hotel English- polite and effective enquires and responses.
09
Practical (H&T Lab) Practical Training and Report Submission 50
35 | P a g e
SEMESTER – II
TH-224 (ON JOB PRACTICAL TRAINING AND REPORT)
1.1 Expectations from and benefits of Report Preparation
It is important that students should be motivated about the Report and know what is expected from it.
Getting familiar with the work environment.
Getting familiar with modern tools and systems.
Participating in teamwork- preferably as part of a multi-disciplinary team.
Getting familiar with the project development cycle
Improving communication skills.
Being able to apply the knowledge and skills gained in curriculum to real-life issues and problems.
Learning new subjects.
Learning about contemporary issues.
Understanding of the professional and ethical responsibilities of an employ.
Making contacts for future employment.
1.2 Recommendations to students for report writing
Be active- enthusiastic- motivated- energetic and Work hard.
Be pro-active. Do not wait for somebody to tell you what to do.
Try to plan your time week by week.
Keep a daily/weekly record of the progress of your training.
2.0. Report Writing Guidelines
The guidelines are classified into two groups:
1. Style and formatting guidelines-
2. Content and logical organization guidelines.
36 | P a g e
2.1. Style and formatting
Please strictly follow the formatting guidelines and be consistent throughout your document.
Listed below are some style-related guidelines.
Number each figure/table- add a meaningful caption to each figure/table- and refer to
the figures/tables inside the text using their figure/table numbers.
List references (to papers- documents- manuals- web pages- etc.) at the end of your
report (after the conclusion and before the appendix) in a separate section entitled
References.
Give citations to each of these references inside the text in a standard way.
Spell-check your report.
Bind your report. Number the pages.
Strictly follow the formatting guidelines and be consistent throughout the document.
(this duplicates what it says in the header- first sentence!)
Read and edit your report several times before you submit it.
Format for the cover page is given at the end of this report.
2.2 Content and organization
Objectives of the Study
Methodology
Sequencing of the Study
2.2.1 Dividing the report into sections and logical parts
Below are some guidelines describing what sections are expected in a report and what each
section should include.
Abstract: Start your report with a brief abstract that describes in a few sentences where you
have done your report- what you have done- and what you have learned.
Introduction: Have an introductory section that will make a smooth beginning to the
document. In the introduction section include the following:
The name of the company and department where you have done your Report- the main
focus area of the company- and your motivation for choosing this company as the place
for your Report.
Brief summary of the work you have done the motivation behind it- and the significance
of the work that you have done in the overall project.
Explanation of the organization of the rest of the report.
Company information: Have a section providing detailed information about the company and
department where you did your training and resources- its focus and project area- its
organization- etc. The name- address- telephone number- email address- and information about
the education of your supervisor must be given.
37 | P a g e
Main Body: This is the most important part of your report. The number of sections in this part-
their titles- and their contents depend on the work that you have done and the information you
would like to provide.
This part should include at least the
following:
o Information about the main project.
o The significance of the work you
have done.
o The motivation behind the particular work that you have done and why it is
required.
o Detailed description of the work done.
Clearly state your own contribution and clearly identify the distinctions from others’ work.
Conclusion: Have a conclusion section where you summarize the work you have done. Clearly
re-state your contribution- what you have learned- experienced and acquired.
2.2.2 Other content related guidelines
Do not copy and paste information from other documents. Always write in your own words.
If you need to include information from other sources- properly quote or paraphrase- and give citations.
Be consistent with the use of your abbreviations and state their long form when they are used for the first time.
Be correct- consistent- and complete.
Make sure you cite any ideas that you borrow from other sources.
3.0. Evaluation Criteria for Reports
Each student will be required to submit two copies of the project report to the College
for the work undertaken for the purpose of evaluation.
Evaluation committee evaluating the reports will use the following criteria for evaluation:
Report style and content.
(50%)
Presentation & Viva Voce.
(50%)
For report style and content, the parts mentioned in the table below will be considered
while awarding marks and for presentation & Viva voce each student will be required to
make a presentation of 15 minutes before the evaluation committee. On completion of
presentation the students will be asked questions by the members of evaluation committee-
other faculty members and students present.
38 | P a g e
ASSESSMENT GUIDELINES
The Assessment and Certification for Skill Component of the Curriculum will be the responsibility of the Sector Skill Council.
The assessment by the Sector Council will be independent and out of the University evaluation. The Final grade and certificate will be awarded after successful completion of the evaluations.
The curriculum under Skill Component i.e. Theory, Practical and Internship will be under the purview of this assessment.
There will be two kinds of assessments for Skill Component:
Internal Assessment (Formative Assessment)
External Assessment (Summative Assessment)
The Internal Assessment (Formative Assessment):
This assessment will be done during the course of the semester. It will be a formative assessment which will aim to assess topics which are predominantly beyond purview of QP-NOS. This assessment will be done by the Training Partner.
Internal Assessment grade/marks will not be factored in the computation of the final External assessment. It will only serve as an input to identify strengths and areas of improvement of the student. This feedback will also provide input to the student for learning during Internship.
Components of Internal / Formative Assessment: Theory
The student will be assessed on the below components in every semester:
Report Parts Marks Viva-voce Parts Marks
General style and format 10 % Content & Clarity 10 %
Introduction & training details 10 % Delivery & stage presence 20 %
Observations 20 % Creativity 10 %
Conclusion 10 % Visual Aid 10 %
Total 50 % Total 50 %
Components of Internal Evaluation – Theory Marks
39 | P a g e
External Assessment (Summative Assessment)
This assessment will be done at the end of semester. It will be a summative assessment which will aim to assess performance of students on QP-NOS. This assessment will be used by instructors to assess the student’s theoretical and Practical knowledge.
External Assessment grade/marks will be factored in the computation of the final end semester assessment.
The External Assessment will be done on Theory, Practical and Internship.
Theory & Practical Assessment will be done based on defined Assessment framework (Refer Annexure I)
The aggregate minimum of 40% are required for a pass for a course for NSQF Level 4 and 5 and 50% for Level 6 and 7, respectively.
CERTIFICATION
On successful completion of the assessments by the assessment agency, the Sector Skill Council (THSC) will issue certificates to the passed students.
Attendance 10%
Assignment/Presentation/Viva 40%
Test paper(s) (1 or 2)
(1×10 =10; 2×5 =10) 50%
Total 100%